Customer positivity and participation in services: an empirical test in a health care context
暂无分享,去创建一个
Mary Jo Bitner | Cheryl Burke Jarvis | Stephen W. Brown | Andrew S. Gallan | A. Gallan | M. J. Bitner
[1] Pratibha A. Dabholkar,et al. How to Improve Perceived Service Quality by Increasing Customer Participation , 2015 .
[2] Bernard J. Jaworski,et al. Co-creating the Voice of the Customer , 2014 .
[3] Yingzi Xu,et al. Relational impact of service providers' interaction behavior in , 2011 .
[4] A. Alexandrov. Characteristics of Single-Item Measures in Likert Scale Format , 2010 .
[5] Simon S. K. Lam,et al. Is Customer Participation in Value Creation a Double-Edged Sword? Evidence from Professional Financial Services across Cultures , 2010 .
[6] John G. Lynch,et al. Reconsidering Baron and Kenny: Myths and Truths about Mediation Analysis , 2010 .
[7] Andrew von Nordenflycht. What Is a Professional Service Firm? Toward a Theory and Taxonomy of Knowledge-Intensive Firms , 2010 .
[8] Hugo Sax,et al. Patient participation: current knowledge and applicability to patient safety. , 2010, Mayo Clinic proceedings.
[9] Gianfranco Walsh,et al. Customer reactions to emotional labor: the roles of employee acting strategies and customer detection accuracy , 2009 .
[10] Hans Jørn Juhl,et al. The DNA of customer experience: How emotions drive value , 2009 .
[11] J. Hibbard,et al. Using Systematic Measurement to Target Consumer Activation Strategies , 2009, Medical care research and review : MCRR.
[12] L. Berry,et al. A Fertile Field for Service Research , 2009 .
[13] Kristopher J Preacher,et al. Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models , 2008, Behavior research methods.
[14] Patrick J. Rosopa,et al. The Relative Validity of Inferences About Mediation as a Function of Research Design Characteristics , 2008 .
[15] D. Mackinnon,et al. Tests of the Three-Path Mediated Effect , 2008 .
[16] Mary Jo Bitner,et al. Service Blueprinting: A Practical Technique for Service Innovation , 2008 .
[17] Maria Helena Vinagre,et al. The influence of service quality and patients' emotions on satisfaction. , 2008, International journal of health care quality assurance.
[18] L. Berry,et al. Health Care , 2007 .
[19] G. Clore,et al. How emotions inform judgment and regulate thought , 2007, Trends in Cognitive Sciences.
[20] E. Shih,et al. Co-production and customer loyalty in financial services , 2007 .
[21] Richard L Street,et al. The Impact of Patient Participation on Physicians' Information Provision During a Primary Care Medical Interview , 2007, Health communication.
[22] S. Collins. Patient Participation in Health Care Consultations: Qualitative Perspectives , 2007 .
[23] Colin Shaw. The DNA of Customer Experience , 2007 .
[24] N. Britten,et al. Understanding the process of patient participation , 2007 .
[25] John E. Mathieu,et al. Clarifying conditions and decision points for mediational type inferences in Organizational Behavior , 2006 .
[26] Sunil Gupta,et al. Customer Metrics and Their Impact on Financial Performance , 2006 .
[27] M. Ehnfors,et al. Conditions for Patient Participation and Non-Participation in Health Care , 2006, Nursing ethics.
[28] C. Grönroos. Adopting a service logic for marketing , 2006 .
[29] J. Sweeney,et al. The Effect of Service Evaluations on Behavioral Intentions and Quality of Life , 2006 .
[30] Wayne D. Hoyer,et al. The Role of Cognition and Affect in the Formation of Customer Satisfaction: A Dynamic Perspective , 2006 .
[31] Brent A. Scott,et al. The Interactive Effects of Personal Traits and Experienced States on Intraindividual Patterns of Citizenship Behavior , 2006 .
[32] Stephen L. Vargo,et al. The Service-dominant Logic of Marketing: Dialog, Debate, and Directions , 2006 .
[33] S. Lyubomirsky,et al. The Benefits of Frequent Positive Affect: Does Happiness Lead to Success? , 2005, Psychological bulletin.
[34] B. Fredrickson,et al. Positive affect and the complex dynamics of human flourishing. , 2005, The American psychologist.
[35] R. Kravitz,et al. Patient Participation in Medical Consultations: Why Some Patients are More Involved Than Others , 2005, Medical care.
[36] Lopo L. Rego,et al. Customer Satisfaction, Cash Flow, and Shareholder Value , 2005 .
[37] R. Dodhia. A Review of Applied Multiple Regression/Correlation Analysis for the Behavioral Sciences (3rd ed.) , 2005 .
[38] S. Bell,et al. Customer relationship dynamics: Service quality and customer loyalty in the context of varying levels of customer expertise and switching costs , 2005 .
[39] Bo Edvardsson,et al. Service quality: beyond cognitive assessment , 2005 .
[40] Mary Jo Bitner,et al. Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies , 2005 .
[41] B. Fredrickson,et al. Positive emotions broaden the scope of attention and thought‐action repertoires , 2005, Cognition & emotion.
[42] C. Fornell,et al. Customer Satisfaction and Shareholder Value , 2004 .
[43] A. Hausman,et al. Modeling the patient-physician service encounter: Improving patient outcomes , 2004 .
[44] Lorna Doucet. SERVICE PROVIDER HOSTILITY AND SERVICE QUALITY , 2004 .
[45] M. Gilly,et al. Gaining Compliance and Losing Weight: The Role of the Service Provider in Health Care Services , 2004 .
[46] Emily D. Heaphy,et al. The Role of Positivity and Connectivity in the Performance of Business Teams , 2004 .
[47] L. Fallowfield,et al. Communicating sad, bad, and difficult news in medicine , 2004, The Lancet.
[48] Stephen L. Vargo,et al. Evolving to a New Dominant Logic for Marketing , 2004 .
[49] Bruce C. Skaggs,et al. A Customer Interaction Approach to Strategy and Production Complexity Alignment in Service Firms , 2003 .
[50] Scott B. MacKenzie,et al. Common method biases in behavioral research: a critical review of the literature and recommended remedies. , 2003, The Journal of applied psychology.
[51] Barbara L. Fredrickson,et al. The Value of Positive Emotions , 2003, American Scientist.
[52] R. Davidson,et al. Alterations in Brain and Immune Function Produced by Mindfulness Meditation , 2003, Psychosomatic medicine.
[53] Deborah L. Kellogg,et al. Revisiting customer participation in service encounters: does culture matter? , 2003 .
[54] A. Mattila,et al. The Role of Emotions in Service Encounters , 2002 .
[55] B. Fredrickson,et al. Positive Emotions Trigger Upward Spirals Toward Emotional Well-Being , 2002, Psychological science.
[56] Dennis N. Bristow,et al. An empirical investigation of customer satisfaction with health care services , 2001 .
[57] K. Vohs,et al. Case Western Reserve University , 1990 .
[58] B. Fredrickson. The role of positive emotions in positive psychology. The broaden-and-build theory of positive emotions. , 2001, The American psychologist.
[59] M. Lindell,et al. Accounting for common method variance in cross-sectional research designs. , 2001, The Journal of applied psychology.
[60] W. Levinson,et al. A study of patient clues and physician responses in primary care and surgical settings. , 2000, JAMA.
[61] M. Lindell,et al. Climate quality and climate consensus as mediators of the relationship between organizational antecedents and outcomes. , 2000, The Journal of applied psychology.
[62] J. J. Cronin,et al. Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments , 2000 .
[63] H. Spotts,et al. Developments in marketing science , 2000 .
[64] D. Roter. The enduring and evolving nature of the patient-physician relationship. , 2000, Patient education and counseling.
[65] S. J. Grove,et al. Mood versus Service Quality Effects on Customers’ Responses to Service Organizations and Service Encounters , 1999 .
[66] T. Brown,et al. The Influence of Preencounter Affect on Satisfaction with an Anxiety-Provoking Service Encounter , 1999 .
[67] Prashanth U. Nyer,et al. The role of emotions in marketing , 1999 .
[68] P. Patterson,et al. The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services , 1999 .
[69] B. Fredrickson. What Good Are Positive Emotions? , 1998, Review of general psychology : journal of Division 1, of the American Psychological Association.
[70] Scott W. Kelley,et al. An investigation of positive affect, prosocial behaviors and service quality , 1997 .
[71] Mary Jo Bitner,et al. Customer contributions and roles in service delivery , 1997 .
[72] Deborah L. Kellogg,et al. On the relationship between customer participation and satisfaction: two frameworks , 1997 .
[73] C. Lengnick-Hall. Customer Contributions to Quality: A Different View of the Customer-Oriented Firm , 1996 .
[74] E. Diener,et al. Most People Are Happy , 1996 .
[75] A. Parasuraman,et al. The Behavioral Consequences of Service Quality , 1996 .
[76] Karen Locke. A Funny Thing Happened! The Management of Consumer Emotions in Service Encounters , 1996 .
[77] E. Trudeau,et al. The role of emotions in health care satisfaction. Positive feelings have the expected effect, but negative ones do not always result in dissatisfaction. , 1996, Journal of health care marketing.
[78] R. Jayanti,et al. Affective responses towards service providers: implications for service encounter satisfaction. , 1996, Health marketing quarterly.
[79] Linda L. Price,et al. Going to Extremes: Managing Service Encounters and Assessing Provider Performance , 1995 .
[80] Stephen W. Brown,et al. Consumer satisfaction and perceived quality: Complementary or divergent constructs? , 1994 .
[81] J. Gottman. What predicts divorce? The relationship between marital processes and marital outcomes. , 1994 .
[82] R. Oliver. Conceptual issues in the structural analysis of consumption emotion, satisfaction, and quality , 1994 .
[83] S. Taylor,et al. Modeling patient satisfaction and service quality. , 1994, Journal of health care marketing.
[84] R. Oliver. Cognitive, affective, and attribute bases of the satisfaction response. , 1993 .
[85] Ruth N. Bolton. Pretesting Questionnaires: Content Analyses of Respondents' Concurrent Verbal Protocols , 1993 .
[86] Steven A. Taylor,et al. Measuring Service Quality: A Reexamination and Extension , 1992 .
[87] R. Bagozzi. The self-regulation of attitudes, intentions, and behavior , 1992 .
[88] M. P. Mokwa,et al. Evaluating health care quality: the moderating role of outcomes. , 1992, Journal of health care marketing.
[89] Stephen W. Brown,et al. A Gap Analysis of Professional Service Quality , 1989 .
[90] Stephen W. Brown,et al. Consumer and provider expectations and experiences in evaluating professional service quality , 1989 .
[91] D. Watson,et al. Development and validation of brief measures of positive and negative affect: the PANAS scales. , 1988, Journal of personality and social psychology.
[92] A. Isen,et al. Positive affect facilitates creative problem solving. , 1987, Journal of personality and social psychology.
[93] Peter K. Mills,et al. Clients as “Partial” Employees of Service Organizations: Role Development in Client Participation , 1986 .
[94] D. A. Kenny,et al. The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations. , 1986, Journal of personality and social psychology.
[95] C. Grönroos. A Service Quality Model and its Marketing Implications , 1984 .
[96] H. Hillman. Doctor and Patient , 1888, Resuscitation.
[97] D. Roter. Patient question asking in physician-patient interaction. , 1984, Health psychology : official journal of the Division of Health Psychology, American Psychological Association.
[98] Kenneth L. Bernhardt,et al. Comments on Christian Grönroos' Strategic management and marketing in the service sector , 1984 .
[99] C. Fornell,et al. Evaluating structural equation models with unobservable variables and measurement error. , 1981 .
[100] Jacob Cohen,et al. Applied multiple regression/correlation analysis for the behavioral sciences , 1979 .
[101] H. Blum. Evaluating Health Care , 1974, Medical care.
[102] C. Lengnick-Hall,et al. The Customer As A Productive Resource: A Pilot Study and Strategic Implications , 1970, Journal of Business Strategies.
[103] Pedro Laín Entralgo,et al. Doctor and patient , 1969 .
[104] H. Leventhal,et al. EFFECTS OF FEAR AND SPECIFICITY OF RECOMMENDATION UPON ATTITUDES AND BEHAVIOR. , 1965, Journal of personality and social psychology.